Allstate's customer experience journey

Wednesday, June 30th, 2010

This blog post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. Through an energetic keynote, Patty VanLammeren, chief customer experience officer of Allstate Insurance, discusses the Allstate ...

USAA: kill your website to service customers

Tuesday, June 29th, 2010

This post comes to you live from the second annual Forrester Research Customer Experience Forum, held at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. During one of the afternoon sessions, Principal Analyst Paul Hagen hosts a panel on trends in creating ...

How Dunkin' Donuts keeps its customers happy

Tuesday, June 29th, 2010

This post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of event is creating breakthrough customer experiences. John Costello, chief global customer and marketing officer for Dunkin' Brands, discusses how Dunkin' Brands understands customer needs ...

How Sprint Nextel turned around customer service

Tuesday, June 29th, 2010

This blog post comes to you live from the second annual Forrester Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. Dan Hesse, CEO, Sprint Nextel, discusses how Sprint has improved it customer service rankings -- a process ...

Forrester: online experiences define the brand

Tuesday, June 29th, 2010

This blog post comes to you live from the second annual Forrester Research 2010 Customer Experience Forum at the Grand Hyatt in New York. Research Director Harley Manning sets the stage by asking, What exactly is customer experience? Answer: how customers feel about their interaction with your company. To that ...